I attempted to place a group order through Dave's Hot Chicken's website on Wednesday, August 5, for…read morepickup the following morning between 10:30-10:45. What should have been a simple online order turned into an unnecessarily frustrating experience.
I entered the entire order, but when I got to checkout, the purchase button was grayed out and would not allow me to complete the transaction. Thinking the issue might be that I had not entered my credit card information, I tried to add it separately, only to be told that payment information could only be added when making a purchase. When I returned to checkout, my entire order had disappeared from my cart.
I entered everything a second time and had the exact same problem.
I then called the store hoping I could simply place the order over the phone. I was told I would need to come into the store to place it. That was incredibly inconvenient, but I drove to the restaurant with my laptop and order information anyway.
The night manager was very nice and genuinely tried to help. She looked over the order on my laptop and could not identify any reason the website wouldn't allow me to complete the purchase. Unfortunately, she then told me the store could only enter orders for the same day and could not place my order for the following morning.
She called the GM for assistance and was told that I would need to order through Grubhub, DoorDash, or another third-party service.
That solution made absolutely no sense. Why should a customer have to pay additional third-party fees to order Dave's Hot Chicken because Dave's own website isn't functioning properly--especially after that customer has already attempted to order online, called the restaurant, AND driven to the store at the restaurant's direction?
The only other option offered was for me to return when the restaurant opened at 10:30 the next morning and place the order then. My meeting began at 11:00, which was the entire reason I was trying to place a scheduled order in advance. After everything I had already experienced, there was no way I could reasonably trust that I would be able to place a group order, have it prepared, leave the restaurant, get to my meeting, and set up on time.
Again, the night manager was polite and apologetic, and I don't fault her for the limitations of the system. But ultimately, no one was able to offer a reasonable solution.
I made multiple attempts to give this restaurant my business--twice through their website, by phone, and finally by physically driving to the store--and still could not place an order for the following morning.
This was an incredibly poor customer experience caused by a combination of a malfunctioning ordering system, policies that prevent employees from helping customers work around that system, and a complete lack of a reasonable alternative when something goes wrong. Ordering chicken should simply not be this difficult.